Experience Research Senior Associate - Global Client and Employee Experience

Location: Chicago, IL, United States

Job Family: User Experience Design

About the Role

At JP Morgan Chase, we are at the forefront of financial services innovation, and our Global Client and Employee Experience team plays a pivotal role in creating seamless, intuitive experiences for millions of clients and employees worldwide. As an Experience Research Senior Associate in Chicago, IL, you will join a dynamic group dedicated to leveraging cutting-edge research to shape user interactions with our digital platforms, from mobile banking apps to enterprise tools. Your work will directly influence product design and functionality, ensuring that our solutions meet the evolving needs of diverse global clients while enhancing employee efficiency in a highly regulated industry. In this role, you will lead comprehensive research initiatives to uncover insights into user behaviors, pain points, and opportunities within JP Morgan Chase's vast ecosystem of financial products and services. This includes conducting ethnographic studies, A/B testing, and accessibility audits tailored to the complexities of wealth management, investment banking, and commercial lending. Collaborating closely with UX designers, product managers, and business leaders, you will synthesize findings into compelling narratives that drive strategic enhancements, such as improving fraud detection interfaces or streamlining employee compliance training portals. Your contributions will help elevate client satisfaction and operational excellence, aligning with our commitment to responsible banking. We value researchers who thrive in a collaborative, inclusive environment and are passionate about making finance more accessible and user-friendly. This position offers the chance to work on high-impact projects that span consumer, corporate, and investment banking divisions, with opportunities to engage with international teams. If you are excited about using research to foster trust and innovation in financial services, join JP Morgan Chase and help us build experiences that empower our clients and employees to achieve their goals.

Key Responsibilities

• Conduct in-depth user research to understand client and employee needs in JP Morgan Chase's global financial services
• Design and execute qualitative studies, including interviews and usability testing for digital banking platforms
• Analyze quantitative data from surveys and analytics to identify trends in user behavior and satisfaction
• Collaborate with product and design teams to translate research insights into actionable recommendations
• Develop personas, journey maps, and prototypes to enhance client onboarding and transaction experiences
• Measure the impact of experience improvements on key metrics like Net Promoter Score (NPS) in financial products
• Stay abreast of industry trends in UX for fintech and advocate for best practices within the organization
• Present research findings to senior stakeholders to influence strategic decisions in global client services
• Ensure research practices comply with JP Morgan Chase's data privacy and regulatory standards

Required Qualifications

• Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field
• 5+ years of experience in user experience research, preferably in financial services or fintech
• Proven track record of conducting qualitative and quantitative research to inform product decisions
• Strong understanding of financial products and client needs in a global banking environment
• Experience with research tools and methodologies such as usability testing and surveys
• Ability to collaborate with cross-functional teams including product managers and designers

Preferred Qualifications

• Master's degree in UX Research or related discipline
• Experience in global client experience research within a large financial institution
• Familiarity with regulatory compliance in financial services research
• Background in employee experience optimization for banking operations

Required Skills

• User research methodologies (qualitative and quantitative)
• Usability testing and prototyping tools (e.g., Figma, UserTesting)
• Data analysis software (e.g., SPSS, Tableau, Google Analytics)
• Survey design and tools (e.g., Qualtrics, SurveyMonkey)
• Financial services knowledge (e.g., banking regulations, client journeys)
• Stakeholder communication and presentation skills
• Empathy and user-centered design thinking
• Project management and agile methodologies
• Cross-functional collaboration
• Attention to detail and analytical thinking
• Adaptability in a fast-paced financial environment
• Proficiency in Microsoft Office Suite and collaboration tools (e.g., Slack, Jira)

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities and tuition reimbursement
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers and wellness initiatives at Chicago offices
• Hybrid work model with flexibility for work-life balance

JP Morgan Chase is an equal opportunity employer.